Perhaps your business is quickly taking off and you want to improve your communications technology to accommodate for the expansion. If that’s the case, you’ve found the right article. The most successful businesses continue to thrive even in an ever-evolving and competitive sphere because they know how important it is to establish an excellent standard of communication with their customers.
We believe that you know exactly what you’re doing, and we’re here to help you make it happen! If you haven’t incorporated these strategies into your B2C marketing efforts yet, perhaps it’s time to make the change!
B2C Communication Strategy #1: Know Who They Are Without Asking
It’s standard for companies to find out more about their customers’ demographics by talking with them, but what would be even more impressive is to accommodate to their needs before your IVR even picks up. Based on caller location, age range, and last name, you can program your IVR to give translation options. Imagine all the innovative ways you can surprise your customers if you had a firm idea of who they are before you even speak with them. Only an advanced call tracking software can deliver that kind of information!
B2C Communication Strategy #2: Speed Up the Process
We’ve written before on the rules of a great IVR, but this is the gist: don’t leave your customers hanging. Whether that means programming an advanced IVR to never terminate calls, or ensuring that your employees are taking care of issues quickly, it’s absolutely crucial that you make sure your customers’ time is never wasted. Nearly half of all US consumers will abandon an online transaction if their questions are not addressed quickly.
B2C Communication Strategy #3: Don’t Forget the Bottom Line
In contrast to what you might think, the bottom line is not your revenue. The company will reorient itself according to the bottom line, so if your bottom line is all about what you want, you won’t get to the heart of what your customers truly need. By refocusing the bottom line to helping your customers get their solutions faster, and focusing purely on that, you’ll likely find that your company will do much better naturally. A whopping 82% of consumers stated that getting their issues resolved quickly is the number one factor to a great customer experience. Orient your bottom line to match with the customer’s bottom line and both sides will benefit.
B2C Communication Strategy #4: Demonstrate Your Expertise
One of the most overlooked ways to demonstrate your expertise is to make your customer service as available as possible. Companies that flaunt their Click-to-Call options, chat services, FAQ page, and contact information appear much more trustworthy than companies who seem to avoid customer calls. In a 2014 study, as much as 94% of customers expected brands to offer click-to-call on search results. That’s an impressive demand! Sadly, not many businesses offer click-to-call as an available option on their websites. Not only will flaunting a variety of contact methods give you more credibility, it’ll also boost your amount of sales and repeated customers.
So, these are the four essential tips that should solidify your place as a communications leader in your industry. For more marketing communication strategies, visit our blog!